• Knowledge Management Research
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• v.21 no.3
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• pp.123-140
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• 2020

In call centers where customers contact a firm's customer service without face-to-face interaction, customer service representatives (CSRs) determine its service competitiveness. In other words, a firm's service excellence relies on its CSRs. Drawing on the concept of agility from service and information technologies studies, this study conceptualizes customer response capability as a variable consisting of customer response expertise and customer response agility, and further verifies its effects on customer service performance. Moreover, this study examines whether a firm's digital and human knowledge resources are related to CSRs' customer response capability. To empirically test the proposed hypotheses, the partial least squares analysis is conducted with a total of 371 responses collected on CSRs from two insurance call centers. The findings indicate that a firm's digital and human knowledge resources enhance CSRs' customer response expertise and customer response agility, thereby increasing customer service performance. The results draw the conclusion that CSRs' customer response capability is a key antecedent of superior customer service.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.6 no.6
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• pp.1522-1545
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• 2012

Call admission control (CAC) plays an important role in mobile cellular network to guarantee the quality of service (QoS). In this paper, a dynamic hybrid CAC scheme with integrated cutoff priority and handoff queue for mobile cellular network is proposed and some performance metrics are derived. The unique characteristic of the proposed CAC scheme is that it can support any number of service types and that the cutoff thresholds for handoff calls are dynamically adjusted according to the number of service types and service priority index. Moreover, timeouts of handoff calls in queues are also considered in our scheme. By modeling the proposed CAC scheme with a one-dimensional Markov chain (1DMC), some performance metrics are derived, which include new call blocking probability ($P_{nb}$), forced termination probability (PF), average queue length, average waiting time in queue, offered traffic utilization, wireless channel utilization and system performance which is defined as the ratio of channel utilization to Grade of Service (GoS) cost function. In order to validate the correctness of the derived analytical performance metrics, simulation is performed. It is shown that simulation results match closely with the derived analytic results in terms of $P_{nb}$ and PF. And then, to show the advantage of 1DMC modeling for the performance analysis of our proposed CAC scheme, the computing complexity of multi-dimensional Markov chain (MDMC) modeling in performance analysis is analyzed in detail. It is indicated that state-space cardinality, which reflects the computing complexity of MDMC, increases exponentially with the number of service types and total channels in a cell. However, the state-space cardinality of our 1DMC model for performance analysis is unrelated to the number of service types and is determined by total number of channels and queue capacity of the highest priority service in a cell. At last, the performance comparison between our CAC scheme and Mahmoud ASH's scheme is carried out. The results show that our CAC scheme performs well to some extend.

• Journal of Information Technology Applications and Management
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• v.22 no.2
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• pp.123-148
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• 2015

Today the mobile devices including smart phones have influenced on the users' daily activities in the mobile internet society, and the expansion of social media has also affected on the purchasing behavior of consumers. This study examines whether the quality of corporate twitter, a typical social network service for call centers influences on the customer satisfaction, and brand loyalty. In order to achieve the research goal, the quality of twitter has been divided into four variables; information quality, service quality, system quality, and social quality. The results of our empirical analysis show that the three variables except service quality have significantly influenced on the customer satisfaction and the customer satisfaction also significantly has a casual effect on the brand loyalty. The empirical results are expected as a guideline to contribute on the practical improvement of customer service, satisfaction, and brand loyalty through corporate social network services such as corporate twitters in the future.

• Journal of Sensor Science and Technology
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• v.25 no.6
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• pp.412-417
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• 2016

Scent display is used mainly to augment immersion, reality and emotion, besides provide more tension and suggestion. However, this paper pay attention to effect of smells as ambient media, and propose a notification service using scents without sound and vibration when a user has new mail, test message and phone call. And we designed a scent service platform and API function for easy application of scent notification service. We demonstrated feasibility by experiment using smart phone and self-producted scent device.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.25 no.5B
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• pp.942-955
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• 2000

This paper proposes enhanced designs of global service logic and information flow for the mass-call based IN service, which increase call completion rates and optimize the resource in joint wired and wireless networks. In order to hanve this logic implemented, we design a Dynamic Queue Manager(DQM) applied to the call queuing service feature in the Service Control Point(SCP). In order to apply this logic to wireless service subscribers as well as wired service subscribers, the service registration flags between the Home Location Register(HLR) and the SCP are managed to notify the DQM of the corresponding service subscribers’ mobility. Hence, we present a dynamic queue management mechanism, which dynamically manages the service group and the queue size based on M/M/c/K queueing model as the wireless subscribers roam the service groups due to their mobility characteristics. In order to determine the queue size allocated by the DQM, we simulator and analyze the relationship between the number of the subscriber’s terminals and the drop rate by considering the service increment rate. The appropriate waiting time in the queue as required is simulated according to the above relationship. Moreover, we design and implement the DQM that includes internal service logic interacting with SIBs(Service Independent building Blocks) and its data structure.

• Information Systems Review
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• v.4 no.2
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• pp.155-168
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• 2002

This paper examines whether the functions of eCRM solutions affect the site visit and purchase by customers. The functions of eCRM solutions are extracted and classified into three categories of c-marketing, e-sales, and e-service. E-marketing includes campaign/event marketing, e-mail marketing, and questionnaire marketing; e-sales consists of recommendation system and incentive/discount promotion.; e-service is composed of e-mail call center and web call center. From the online survey, 146 responses are collected and analyzed. The analysis shows that the level of experience in campaign/event marketing, e-mail marketing, e-mail call center, and web call center significantly affect the website visit by customers and that the level of experience in all eCRM functions except e-mail marketing significantly affect the purchase by customers. The effects of those functions in eCRM on the website visit are moderate, while the effects of the functions on the purchase are low. The results from this study imply that eCRM needs to strengthen the effect on the purchase with more thorough analysis of the customer profile.

• The Journal of the Korea Contents Association
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• v.7 no.11
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• pp.59-68
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• 2007

According to the development of service industry recently, the use of call taxi service is increased to use a taxi more comfortably. But related firms hesitate to construct a call center on account of enormous expense of constructing. Hence we developed the system that can minimize expense of constructing a call center which use a cellular phone. The proposed system is different from the existing call system of using a terminal method. we designed by applying UML(Unified Modeling Language) the system that can integrate and manage operations of customer management, driver management, order management and settlement of accounts etc. more efficiently using CTI(Computer Telephony Integration). Then the designed system is constructed by using Visual Basic 6.0. For implementing CTI more effectively, calling number of customer is received in PC using CID that is commercialized and then the customer's information is retrieved in the Database in real-time. The system proposed in this paper is possible to construct at low expense, can improve customer service level through an efficient customer management solution.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.27 no.8B
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• pp.752-759
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• 2002

The capacity of the cell varies with the load of the home and neighboring cells. But most call admission control (CAC) algorithms do not consider the cell loading. In this paper a dynamic call admission control is proposed in a WCDMA system with traffic asymmetry. The proposed algorithm changes the CAC thresholds of new call and handoff call based on channel condition. The blocking and dropping probabilities can be controlled by adjusting these thresholds. The proposed algorithm guarantees the Qos of call class and priority between new call and handoff call. In addition, it can minimize the grade of service (GOS) value with the system throughput maintained.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2018.10a
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• pp.321-324
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• 2018

Recently, the evolution of V2X (Vehicle to Everything) technology is accelerating. In particular, it can be seen that C-V2X (Cellular V2X) technology and services combined with mobile telecommunication network are developing rapidly. However, in Korea, e-Call and emergency communication services are inferior to the developed communication technologies and the proportion of vehicles arriving at Golden Hour is considerably low. Therefore, this paper designed the communication architecture with C-V2X and Android operating systems, and presented ways to improve existing e-Call services using V2N (Vehicle to Nomadic Device) communication based on it.

• International Journal of Computer Science & Network Security
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• v.21 no.8
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• pp.28-34
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• 2021

Internet Service Providers (ISPs) constantly endeavor to resolve network congestion, in order to provide fast and cheap services to the customers. This study suggests two models based on Markov chain, using three and four access attempts to complete the call. It involves a comparative study of four models to check the relationship between Internet Access sharing traffic, and the possibility of network jamming. The first model is a Markov chain, based on call-by-call attempt, whereas the second is based on two attempts. Models III&IV suggested by the authors are based on the assumption of three and four attempts. The assessment reveals that sometimes by increasing the number of attempts for the same operator, the chances for the customers to complete the call, is also increased due to blocking probabilities. Three and four attempts express the actual relationship between traffic sharing and blocking probability based on Markov using MATLAB tools with initial probability values. The study reflects shouting results compared to I&II models using one and two attempts. The success ratio of the first model is 84.5%, and that of the second is 90.6% to complete the call, whereas models using three and four attempts have 94.95% and 95.12% respectively to complete the call.